Planning Analyst - Contact Centre
Coventry

About the Role

We have an exciting opportunity for a Planning Analyst, who will proactively support the operations to achieve business service level, maximising efficiency and occupancy.
As an integral part of the Resource Planning team and contact centre operation, analysing, monitoring and reacting to real-time staffing levels and call volumes, using dynamic optimisation of skill sets to avoid SLA failures whilst supporting the Resource Planning & Scheduling team to produce short term forecasts and MI.

Key Duties:

• Maintain, update and provide support for the WFM software for planning shift patterns and forecasting call volumes.
• Improve short term Schedule efficiency during accountable timeline through shrinkage management rules in WFM with effective communication to ops
• Collate and analyse data from various sources and prepare reporting information with commentary and solutions to management team
• Ensure report content validity and accuracy against requirements
• Actively encourage new ideas/ process improvements focusing on cost reduction and efficiency improvements to optimise profitability whilst delivering an excellent customer service to our internal and external customers
• To liaise with both internal departments in order to maintain good working relations and to exchange information

• Stakeholder management with the ability to engage at all levels of the business
• Proactive, self-led forward thinking approach to driving insight and change to completion
• A strong customer focus
• Experience working in an Outsourcer company (Desirable)
• Evidenced current exposure of Verint workforce management technology
• Strong methodical approach to logical processes